Please use this identifier to cite or link to this item:
https://hdl.handle.net/10216/82912
Author(s): | Luís Moreira Matias Rafael Nunes Michel Ferreira João Mendes Moreira João Gama |
Title: | On predicting a call center's workload: A discretization-based approach |
Issue Date: | 2014 |
Abstract: | Agent scheduling in call centers is a major management problem as the optimal ratio between service quality and costs is hardly achieved. In the literature, regression and time series analysis methods have been used to address this problem by predicting the future arrival counts. In this paper, we propose to discretize these target variables into finite intervals. By reducing its domain length, the goal is to accurately mine the demand peaks as these are the main cause for abandoned calls. This was done by employing multi-class classification. This approach was tested on a real-world dataset acquired through a taxi dispatching call center. The results demonstrate that this framework can accurately reduce the number of abandoned calls, while maintaining a reasonable staff-based cost. Â(c) 2014 Springer International Publishing. |
Subject: | Inteligência artificial, Ciências da computação e da informação Artificial intelligence, Computer and information sciences |
Scientific areas: | Ciências exactas e naturais::Ciências da computação e da informação Natural sciences::Computer and information sciences |
URI: | https://hdl.handle.net/10216/82912 |
Source: | Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics) |
Document Type: | Artigo em Livro de Atas de Conferência Internacional |
Rights: | openAccess |
License: | https://creativecommons.org/licenses/by-nc/4.0/ |
Appears in Collections: | FCUP - Artigo em Livro de Atas de Conferência Internacional FEP - Artigo em Livro de Atas de Conferência Internacional FEUP - Artigo em Livro de Atas de Conferência Internacional |
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File | Description | Size | Format | |
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88749.pdf | On predicting a call center's workload: A discretization-based approach | 264.83 kB | Adobe PDF | View/Open |
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